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Call dispositions: What you need to know this 2022

Nikho Arrosas

Sales representatives who perform sales outreach daily are busy round the clock ensuring the business has a steady flow of leads and revenue. They ensure every call is accounted for, properly logged, and positively impact the sales campaign. In one way or another, they count on each call to effectively contribute to the company’s bottomline. On top of it, they are also engaged with different people in different conversations every day making it difficult to recall every sales context they went through. Call dispositions allow them to reference what happened in each call instantly. 

What are call dispositions?

Call dispositions are discreet labels or categories that define what happened in a call. Inbound and outbound calls each have their own set of call dispositions. Depending on the industry, the role of the call representative, and the department, call dispositions can vary. Examples of dispositions for outbound sales calls are pretty straightforward like booked meetings, left voicemail, or not interested. Inbound calls in most cases mimic the status of customer support tickets like resolved, transferred, or escalated. 

Although call dispositions have many variations, it is essential to note that the labels of each call must be accurate as a basis for post-call workflows and reporting. If done correctly, your business can implement automated lead nurturing. Otherwise, it can take a valuable sales lead on the wrong sales path. Every call disposition is as crucial as any other business decision in the company. 

What are the benefits of adequately logging call dispositions? 

Since call dispositions can be considered business decisions, properly logging call dispositions for every call outcome can give your business the following benefits. 

1. Increased sales and support visibility

You can better understand how to resolve several calls in a day and prioritize valuable leads. It gives you the ability to pull up records with first call resolution and see how your agents handle it. You can also identify potential revenue streams from different sales pipelines and take your sales focus there. 

Your business will have better visibility on sales and support by crunching the numbers from call dispositions. You can use it to analyze different variables that influence conversion. For instance, you can see which type of calls have the highest average handling time (AHT) or which source brings in the least number of meetings. It can give you an idea of what customers are calling about in a week and the pain points your sales representatives are dealing with.  

2. Systematized and efficient workflows

While you can find the full details of the call in the call notes, call dispositions can give quicker, more straightforward, and visible call outcomes. Sales and support teams can have an overview that allows them to skim call history saving them their time from reading each call note about the customer. With this, they can respond appropriately to the customer and be delicate about their concern. 

Call dispositions also help teams direct call outcomes to the appropriate workflow sequences. If a call needs a callback from a manager, the agent can tag it as “callback required,” meaning that the call will not go to resolved cases. The same goes for follow-up calls; call dispositions can route the calling workflow to the appropriate sales manager to book a meeting or discuss further product matters. It is because not all the time can an agent resolve a concern alone.  

3. Simplified DNC compliance

In 1991, the US Congress passed the Telephone Consumer Protection Act to respond to consumer concerns about the increasing number of unsolicited telephone calls for marketing purposes. Together with the Federal Trade Commission, they developed the national Do Not Call Registry, where commercial telemarketers cannot call a number on the registry, subject to certain exceptions. 

Call dispositions can promptly record and honor DNC requests to comply with this federal law, and the agent can tag the call as “DNC” or “Added to DNC” if the callers want to register their number in the DNC registry. It removes their number automatically from the campaign list. Your call campaign can run smoothly without bumping again to a DNC-registered contact.

4. Comprehensive reporting

Since every call is contextual, call dispositions can categorize them with a definitive label. It makes the calls easier for managers to quantify when reporting. Categorical data works for performance analysis. Suppose a business reported 500 resolved cases while 200 of these resolved ones are “resolved” with follow-up or callback. In that case, the remaining 300 could be considered the first call resolved issues, citing an excellent first call resolution ratio in a business.  

Call dispositions provide insights to understand the team better and see how they can improve. Reporting to C-level executives is much more effective, primarily when a contact center handles thousands of calls in a month. It is easier to crunch numbers about the performance of a contact center with the use of call dispositions along with other pertinent metrics. 

How do call dispositions benefit sales?

Sales representatives are responsible for moving the lead continuously in the sales pipeline. That is why it is vital to keep their task navigation as simple as possible. Here are some benefits of call dispositions for sales teams.

1. Streamlines the sales process by listing call outcomes.

Your sales representative opens a drop-down option of what happened to the sales call. They will save time deciding what to put in the call outcomes. After tagging a call and wrapping it up, sales representatives can quickly move to their next call. Ultimately, sales representatives will improve their number of dials per hour which is one of the most important cold calling metrics for you to monitor.

2. Moves the lead automatically in the sales pipeline.

Post-call workflows normally depend on the last call outcome. Call dispositions are crucial in sales automation because they can serve as triggers for the next steps in the nurturing process An incorrect call disposition may disrupt a sales journey of a lead. Your sales representative should know the importance of tagging the proper call disposition.  Accidentally tagging the call as “do not contact” will forever close its opportunity to do business with your company. 

3. Identify sales setbacks and overcome objections.

One of the benefits of call dispositions in sales reporting is identifying sales setbacks and overcoming objections. Sale managers can pull up neutral, negative, and uninterested call outcomes and review them. It gives them an idea of the reasons for disapproval and a chance to update call scripts. 

 

overcome sales objections infographics

 

4. Create better call campaign lists.

Call dispositions progressively segment a call campaign list as the lead goes through the sales funnel. You can optimize call campaigns with better call outcomes from the previous campaigns. You can create campaign lists with only the contacts most likely to respond positively. Call dispositions also help you make a better lead nurturing campaign for uninterested or recycled leads, so your sales representative can focus on leads that matter.

call dispositions in sales

How do call dispositions benefit customer support?

Call dispositions in support are used to improve customer service, provide team collaboration, identify business setbacks, and simplify call processes. Here are some of the benefits of call dispositions for customer support teams.

1. Improve customer service.

Properly tagging call dispositions will help customer representatives measure their performance against key result areas (KRAs). Pervasive calls can give key insight into how they can improve their customer service. Suppose an agent has a lot of escalated calls. In that case, it will be an indicator to put them on supplemental program for de-escalation training to improve their de-escalation skills. 

2. Keep support teams on the same page.

Sometimes, the first customer service representative cannot resolve a call alone, especially for technical support with extra tier support. Call dispositions keep teams on the same page about a customer’s concern. It also avoids hitting the first call resolution metric of the first agent if a call transfer is inevitable. This process significantly saves time for representatives to resolve a call by simply jumping immediately to the focal issue of the concern. 

3. Identify frequent customer concerns.

Call dispositions provide valuable insight by identifying frequent customer concerns. Frequent concerns may make up for most of the handled calls per day. The success of your business will depend on how skillfully you handle your customer concerns. For example, if you run an e-commerce business, your frequent concerns may be order tracking. To resolve this, you can provide a self-service option for your customers next time they want to track their orders. The valuable insights from call dispositions help you identify possible solutions to frequent concerns.

4. Simplify the context of numerous call interactions.

Customer support can be chaotic sometimes. Some call interactions can have multiple concerns, and your customer service representatives have to organize these quickly. Call dispositions in a call wrap-up can save time for the after-call work (ACW) metric. Normally, representatives only have a limited window during the ACW, call dispositions can serve as a guide and reference for them to quickly logged their notations. 

 

call dispositions in support

 

To wrap it up

Imagine how a simple drop-down label can have much impact on a business. You have learned how a call disposition can benefit your contact center solutions. All that is left is finding the right contact center solution for your business. Aloware provides a simple call disposition feature that fits with sales and support teams. 

Aloware is also integrated with HubSpot call dispositions to seamlessly transition call data to HubSpot CRM. Aloware made tracking updates, dispositions, and contact status easy by putting tags on them. You can also filter tags according to the category you’ve created and set so you can easily export reports for sales and support analytics in the dashboard. 

Try out Aloware’s click-to-call dialing, power dialing, and other call campaign solutions that can neatly cover the needs of your sales team. If you want to learn more about its many features, schedule a call with our representative.

Written by Nikho Arrosas

Resident writer at Aloware, creating content that allows sales teams to harness the power of technology.